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Stand Up Meeting

KEY RESEARCH FINDINGS

After analyzing our interviews with current customers, we discovered overlapping insights and pain points specific to SKYGEN’s SaaS and TPA customers, respectively, across markets.

CUSTOMER PERCEPTIONS

Our primary research uncovered the following words to describe both SaaS and TPA customer experiences with SKYGEN, indicating positive internal and external relationships and views of SKYGEN’s place in the overall market:

  • Partner

  • The cutting edge of technology in healthcare

  • Forward-thinking

  • Streamlined customer experience

  • A key player in the market

  • Consultative

  • Fully integrated

  • Customer-focused

  • Good employee culture

STRENGTHS

Throughout the interview process, SKYGEN’s
SaaS technology was repeatedly called out as
the company’s differentiating strength in the industry by customers and internal team members alike, as a result of the following attributes:

  • ​Scalability 
     

  • Connectivity

  • Transformative nature of software


(as it pertains to technological capabilities)

OPPORTUNITIES

Current customers disclosed concerns regarding the operations side of the company, most of which involved the following themes:

  • ​Varying priorities

  • Lack of scalability 
     

  • Miscommunication


(as it pertains to people resources)

DIRECT QUOTES ON BRAND PERCEPTION

REGARDING 
SKYGEN’s CAPABILITES:

National leader in providing health insurance plans with the services they need to run a dental Medicaid plan....they’re the leader.

If they continue to go down the mobile space and enhance their customer experience from a technology standpoint, that will set them apart.

REGARDING 
SKYGEN’s REPUTATION:

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TAKEAWAYS FOR THE FUTURE

  • Facilitate a reciprocal relationship between SKYGEN and customers
     

  • Humanize the brand: While SKYGEN’s technology is its strength, marketing and digital materials would benefit from communicating:
    a) Differentiating benefits of SKYGEN from other options 
    b) Compelling brand and customer stories
     

  • Incorporate paid digital marketing into early phases of the buyer journey to guide new prospects toward Consideration (e.g., paid search, paid social, digital partnerships)
     

  • Enhance collaboration between sales and marketing
     

  • Streamline and layer website for smooth customer journeys
     

  • Develop content for every stage of the customer journey; repurpose content for sales

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